Doc.It understands our success is dependent on the quality of our people. Being customer-focused and putting customer care first is essential to everything we do. If you thrive in a culture where customer care is the #1 priority, have experience in the North American Accounting industry and you can work both on your own and as a team member, we may have a job opening for you.


Job Description for Technical Analyst

As of Date: February 5, 2018

Doc-It provides leading edge Document Management & Workflow software solutions to Accounting practices across North America. We have been in business for over 17 years and are on a sharp growth trajectory. Client Service is a critical component of our success.  To help us deliver exceptional service to our existing and potential clients, we are looking for a Technical Analyst with a “can do” attitude and a “team player” with 3+ years relevant experience in a client support role.


Job Description

Technical Analyst job description and duties may include but shall not be limited to the following:

  • Provide remote technical and training support to Doc.It clients using the telephone, email, remote desktop software, and any other tools at your disposal.
  • Be eager to respond to and resolve customer issues quickly, with courtesy and efficiency via telephone and email.
  • Build solid relationships with our current clients via regular, one on one telephone conversations.
  • Monitor all open client issues to ensure satisfactory and timely resolution.
  • Provide assistance to client admin staff and users as needed.
  • Follow up on all open tickets to ascertain that tickets are closed once a concise resolution is achieved
  • Contribute solutions to the Doc.It knowledgebase.
  • Preserve confidentiality of sensitive client information.
  • Assist with the internal infrastructure configuration, installation, monitoring and maintenance including back-ups.
  • Perform in-house projects that relate to the testing, verification, and resolution of client and non-client issues.
  • Assist the sales organization during the sales process as it relates to client understanding of hardware and network needs.
  • Work closely with the development group on escalated issues.
  • Work with client IT staff/ and third party consultants

Certifications, Skills and Technical Expertise

Post-secondary education in a Technical discipline

  • Experience using a ticket based helpdesk and CRM system
  • Excellent communication skills (verbal, phone and written).
  • Proven expertise in supporting and troubleshooting hardware, software and networking issues.
  • Attitude, efficiency, friendliness and courtesy are critical.
  • 3+ years experience in a telephone support environment.
  • Genuine commitment to quality and customer satisfaction.
  • Microsoft Certified System Administrator (MCSE/MCSA) an asset.
  • 3+ years experience supporting Windows Domains.
  • Certification with any of Citrix/VSphere/Terminal Server Virtualization Environments an asset.
  • Experience troubleshooting TCP/IP network issues. Working knowledge of routers
  • Experience with Microsoft SQL Server database configuration & troubleshooting would be an asset.
  • Experience with common protocols (eg, TCP/IP, DHCP, IIS, SMTP etc).
  • Experience with Microsoft Terminal Servers, Hyper V, imaging, printing and recovery applications.
  • Experience with VMWare.
  • Experience with network infrastructure implementation.
  • Experience with commonly used security and anti-virus applications.
  • Ability to communicate in English and French will be considered an asset.

Office location is in Ancaster, Ontario.

Probation is 3 months at which time benefits will be provided

Please provide references upon applying

Please email applications to [email protected]